Strategy

SurveyMonkey + Usabilla

5 quick thoughts on SurveyMonkey’s purchase of Usabilla

If you missed it, SurveyMonkey announced yesterday that it was acquiring Dutch firm Usabilla, whose software is used by product managers, marketers and researchers to capture user feedback on websites and in apps. Here are 5 brief thoughts about that deal. 1. SurveyMonkey is having another bite at the enterprise market SurveyMonkey led the way …

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Modern agency

The realities of agency transformation

Editor’s note: for external consultants like me, it’s easy to prescribe simplistic remedies and gloss over the practical challenges that agencies face. ‘Autonomating’ agencies – read more in this post – may sound like a no-brainer – but in reality, it’s not so easy when you have to juggle the needs of existing team members …

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Toyota Factory

How to Autonomate your Agency

If you don’t fancy reading, you can watch instead … it only takes 2 minutes. Sorry about all the stock clips. Can’t afford the good stuff yet. At the recent IIEX Europe conference, Elaine Rodrigo – Danone’s Chief Strategy & Insights Officer – used Humanise Data as the theme for her presentation. It showed how …

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open book

DIY: From Black Box to Open Book

Time and technology help open the black box Twenty years ago, when folks talked about DIY research, what came to mind was Survey Monkey – which was pretty much a joke at that point. Nonetheless, both client and supply side researchers were threatened, especially on the supply side. Client researchers felt that their internal clients …

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gratuitous stock photo suggestion direction

Assisted, guided and embedded: the future of insight & analytics

Do you work in an insight team, an agency or a tech firm building product for researchers? These are three big trends in insight and analytics that you need to be on top of. 1. Assisted insights There has been a LOT of noise around automation over the last few years: agile survey platforms that …

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Qualtrics converge

5 Things I Learned from Qualtrics Converge (2017)

This article is from April 2017;  SAP’s planned acquisition of Qualtrics for $8bn puts it in a new light, but the main points still stand. Last week, I went to the first big Qualtrics event in Europe – Converge. Not quite on the scale of its earlier Summit in Salt Lake City (no Elton John at this one … mercifully), but …

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SAP & Qualtrics

5 implications from SAP’s purchase of Qualtrics

So SAP just announced that it’s buying Qualtrics for $8bn. That’s roughly two Kantars, one Nielsen or about a fifth of the global research industry. It’s also around 20 times Qualtrics’ forecast revenue for 2018 ($400m). That’s a serious premium. For comparison, IBM is paying around 10x revenue for Red Hat; and salesforce.com trades at …

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Medallia_City_Tour

4 features of tomorrow’s VOC platforms: what I learned from Medallia’s City Tour

It’s all about the experience Today’s battleground is Customer Experience (CX): to win in the marketplace, brands need to deliver it in a seamless, consistent and fulfilling way. Research suggests the rewards for getting CX right are significant (increased customer retention and loyalty); as are the penalties for getting it wrong (customer churn and brand …

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